Director of Guest Experience


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office, Front Office Manager
Job Level

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.


Manage all aspects of the front office
(guest registration, porter services, business centre, telephone services,
concierge services, and Club InterContinental) to deliver a guest experience
that is unique and brings the brand to life.

Specific Pre - Opening Responsibilities

  • Study the approved budgets
    and ensure compliance.
  • Study Intercontinental
    guest experience standards and devise plans to implement them effectively.
  • Study local cultural
    aspects and target customers’ expectations and propose how to integrate value
    added services that “wow” guests.
  • Set up guest experience standards
    in consultation with Resort Manager and General Manager.
  • Devise/ approve/ implement
    operational manuals, brand service standards and job descriptions for each
    section of the division.
  • Recruit key members of own
    team as per IHG People tools in collaboration with Director of Human Resources.
  • Oversee recruitment,
    induction and training of entire team alongside own key team members and Human
  • Plan and oversee all
    logistics in own department for a smooth and successful opening.
  • Ensure that the facilities are well set up, logistics are available and
    the right quality of human resources are recruited, trained and made
    enthusiastically ready for the opening as per deadlines from Owning company,
    IHG and General Manager.
  • Prepare and
    manage a cost effective budget with measurable targets for department within
    the financial parameters set down by the hotel budget.
  • Effectively
    monitor and analyze variations from the budget.
  • Develop
    procedures that track, report on, and control the running costs of the
  • Monitor results
    of P&L statements and controls costs.
  • Work within the
    company’s Human Resource Management System to ensure the departmental
    performance of staff is productive.
  • Plan for current
    and future staffing needs.
  • Recruit in line
    with company guidelines.
  • Prepare detailed
    orientation programs for new staff.
  • Maintain a
    comprehensive, current and guest focused set of departmental standards and
    procedures and oversee their implementation.
  • Ensure training
    needs analysis of your departmental staff is carried out and training programs
    are designed and implemented to meet needs.
  • Deliver training.
  • Actively work at
    developing your direct reports and identify high potentials. 
  • Maintain
    training records for all direct reports and ensure they do the same for their
  • Conduct
    probation and formal performance appraisal in line with company guidelines.
  • Coach, counsel
    and discipline staff, providing constructive feedback to enhance performance.
  • Approve leave
    requests after considering peaks and troughs in the business. 
  • Regularly
    communicate with staff to maintain positive relationships.
  • Monitor
    development of staff for promotions and terminations
  • Create a luxury guest experience framework and implement the
    standards to be upheld by the entire team consistently.
  • Inspire and personally create innovative ways to surprise and
    engage guests and other visitors to the resort lobby.
  • Personally demonstrate service attributes in accordance with
    industry expectations and company standards including:
  • Being attentive
    to Guests;
  • Accurately and
    promptly fulfilling Guests requests;
  • Anticipate
    Guests needs;
  • Maintain a high
    level of knowledge which affects the Guest experience;
  • Demonstrating a
    ‘service’ attitude;
  • Taking appropriate action to
    resolve guest complaints.
  • Appreciate the dynamic nature of the Hotel industry and
    extend these service attributes to all internal customers.
  • Review and update existing standards to ensure
    competitiveness regularly.
  • Monitor HeartBeat results and mystery audits and implements
    action plans to improve results.
  • Familiarize
    yourself with Company Health and Safety Policies and ensure your areas promote
    and comply with them.
  • Take
    responsibility to rectify hazardous situations, reporting major areas of
    concern to your General Manager or designate.
  • Familiarize
    yourself with property safety, first aid and fire and emergency procedures and
    actively enforce these in your area of responsibility.
  • Ensure security
    incidents in your operational area are reviewed and corrective measures
    implemented to prevent recurring incidents.
  • In conjunction with the Emergency Response
    Team prepare emergency procedures upon advice from relevant authority that
    cover such emergencies as Fire, Power Outrage, Bomb Threat, Weather related Warnings,

Directing a great quality luxury experience
for the resort guests.Responsible for the entire front desk,
guest relations, Instant Service, Concierge and Club InterContinental

Do you have what it
takes to be a leader in the world's most global hotel company?

If so, make it happen
and apply now for a career with InterContinental Hotels Group, where a world of
personal and professional opportunities exist.

  • Bachelor’s
    degree / higher education qualification / equivalent in Hotel
    Management/Business Administration
  • 3
    years of Front Office/Guest Service experience including management experience.
  • Must
    speak fluent English; other languages preferred.
  • Excellent
    interpersonal communication skills
  • Strong
    analytical skills
  • Excellent reading and writing abilities for
    completing paperwork and management reports, interpreting results, giving and
    receiving instructions, and training.
  • Mathematical skills,
  • Problem solving, reasoning, motivating,
    organizational and training abilities
  • Ability to work
    nights, weekends, and/or holidays. 

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